Notice2023-20210
Information Collection Requests; Generic Clearance for the Collection of Qualitative Customer Feedback on the Service Delivery (0560-0286)
Primary source
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Published
September 19, 2023
Issuing agencies
Agriculture DepartmentFarm Service Agency
Abstract
In accordance with the Paperwork Reduction Act (PRA), the Farm Production and Conservation (FPAC) is requesting comments from all interested individuals and organizations on an extension of a currently approved Generic Clearance for the Collection of Qualitative Customer Feedback on the Service Delivery (0560-0286). The Farm Service Agency (FSA) initially received the PRA approval for this information collection request and has expanded it to cover all four of the agencies in the U.S. Department of Agriculture (USDA) Farm Production and Conservation (FPAC) mission area. FPAC uses the approval to cover the surveys, window pop-up surveys, focus groups, beta testing new or revised electronic systems, comment cards, and other information collection instruments or methods, which are designed to get customer feedback on service delivery for various programs administered by any of the FPAC agencies. This request for approval broadly addresses the need for information about what our customers think of our services so that we can improve service delivery; specific information collection activities will be incorporated into the approval as the need for the information is identified. For example, when we implement a new program and provide information about the services for the program on our website, we may provide a voluntary customer service questionnaire about how well the program is working for our customers, specifically within the area of customer service.
Full Text
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<title>Federal Register, Volume 88 Issue 180 (Tuesday, September 19, 2023)</title>
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[Federal Register Volume 88, Number 180 (Tuesday, September 19, 2023)]
[Notices]
[Pages 64402-64404]
From the Federal Register Online via the Government Publishing Office [<a href="http://www.gpo.gov">www.gpo.gov</a>]
[FR Doc No: 2023-20210]
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DEPARTMENT OF AGRICULTURE
Farm Service Agency
[Docket ID FSA-2023-0018]
Information Collection Requests; Generic Clearance for the
Collection of Qualitative Customer Feedback on the Service Delivery
(0560-0286)
AGENCY: Farm Service Agency, U.S. Department of Agriculture (USDA).
ACTION: Notice; request for comments.
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SUMMARY: In accordance with the Paperwork Reduction Act (PRA), the Farm
Production and Conservation (FPAC) is requesting comments from all
interested individuals and organizations on an extension of a currently
approved Generic Clearance for the Collection of Qualitative Customer
Feedback on the Service Delivery (0560-0286). The Farm Service Agency
(FSA) initially received the PRA approval for this information
collection request and has expanded it to cover all four of the
agencies in the U.S. Department of Agriculture (USDA) Farm Production
and Conservation (FPAC) mission area. FPAC uses the approval to cover
the surveys, window pop-up surveys, focus groups, beta testing new or
revised electronic systems, comment cards, and other information
collection instruments or methods, which are designed to get customer
feedback on service delivery for various programs administered by any
of the FPAC agencies. This request for approval broadly addresses the
need for information about what our customers think of our services so
that we can improve service delivery; specific information collection
activities will be incorporated into the approval as the need for the
information is identified. For example, when we implement a new program
and provide information about the services for the program on our
website, we may provide a voluntary customer service questionnaire
about how well the program is working for our customers, specifically
within the area of customer service.
DATES: We will consider comments that we receive by November 20, 2023.
ADDRESSES: We invite you to submit comments on this notice. You may
submit comments through the Federal eRulemaking Portal by going to
<a href="http://www.regulations.gov">http://www.regulations.gov</a> and searching for Docket ID FSA-2023-0018.
Comments will be available on <a href="http://www.regulations.gov">http://www.regulations.gov</a>.
FOR FURTHER INFORMATION CONTACT: Mary Ann Ball, (202) 205-5851,
<a href="/cdn-cgi/l/email-protection#056864777c646b6b2b6764696945707661642b626a73"><span class="__cf_email__" data-cfemail="92fff3e0ebf3fcfcbcf0f3fefed2e7e1f6f3bcf5fde4">[email protected]</span></a>. Individuals who require alternative means of
communication should contact the USDA TARGET Center at (202) 720-2600
(voice and text telephone (TTY)) or dial 711 for Telecommunications
Relay Service (both voice and text telephone users can initiate this
call from any telephone).
SUPPLEMENTARY INFORMATION:
Title: Generic Clearance for the Collection of Qualitative Customer
Feedback on Farm Service Agency Service Delivery (FastTrack).
OMB Control Number: 0560-0286.
Expiration Date of Approval: January 31, 2024.
Type of Request: Extension.
Abstract: FSA initially received the PRA approval for this
information collection request and has expanded it to cover all of the
agencies in the USDA FPAC mission area. FPAC includes the following
four agencies: the FPAC Business Center, the Farm Service Agency (FSA),
the National Resources Conservation Service (NRCS), and the Risk
Management Agency (RMA). The program staff have created several
feedback instruments (customer surveys) and submitted them to the FPAC
information collection coordinator for approval under the current
approved information collection of 0560-0286, Generic Clearance for the
Collection of Qualitative Customer Feedback on Service Delivery. The
program staff continue to use fast track approval to submit new
customer instruments to the information collection coordinator for
approval, which takes less time than going through a regular Paperwork
Reduction Act process.
As a result, program staff are able to quickly implement certain
types of surveys and related collection of information using OMB
control number of 0560-0286. For example, when we implement a new
program and provide information about the programs on our website, we
may provide a voluntary customer service questionnaire about how well
the program is working for our
[[Page 64403]]
customers, specifically within the area of customer service.
The information collection provides a means to gather qualitative
customer and stakeholder feedback in an efficient, timely manner that
is consistent with the commitment to improving service delivery. By
qualitative feedback, we mean information, generally from customers,
that provides useful insights on perceptions and opinions based on
experiences with service delivery from one of the FPAC agencies. Such
information does not include statistical surveys that yield
quantitative results that can be generalized to the population. The
qualitative feedback will:
<bullet> Provide insights into customer or stakeholder perceptions,
experiences, and expectations,
<bullet> Provide an early warning of issues with service, and
<bullet> Focus attention on areas where communication, training, or
changes in operations might improve delivery of products or services.
The collection will allow for ongoing, collaborative, and
actionable communication between the FPAC agencies and customers and
stakeholders. It will also allow feedback to contribute directly to the
improvement of program management. The solicitation of feedback will
target areas such as: timeliness, appropriateness, accuracy of
information, courtesy, efficiency of service delivery, and resolution
of issues with service delivery. Responses will be assessed to plan and
inform efforts to improve or maintain the quality of service offered to
the public. If this information is not collected, vital feedback from
customers and stakeholders on FPAC agency services will be unavailable.
We will only submit a collection for approval under this generic
clearance if it meets the following conditions:
<bullet> The collections are voluntary;
<bullet> The collections are low burden for respondents (based on
considerations of total burden hours, total number of respondents, or
burden hours per respondent) and are low-cost for both the respondents
and the Federal Government;
<bullet> The collections are noncontroversial and do not raise
issues of concern to other Federal agencies;
<bullet> The collections are targeted to the solicitation of
opinions from respondents who have experience with the program or may
have experience with the program in the near future;
<bullet> Personally identifiable information (PII) is collected
only to the extent necessary and is not retained;
<bullet> Information gathered will be used only internally for
general service improvement and program management purposes and is not
intended for release outside of the FPAC agencies;
<bullet> Information gathered will not be used for the purpose of
substantially informing influential policy decisions; and
<bullet> Information gathered will yield qualitative information;
the collections will not be designed or expected to yield statistically
reliable results or used as though the results are generalizable to the
population of study.
As a general matter, information collections will not result in any
new system of records containing privacy information and will not ask
questions of a sensitive nature, such as religious beliefs, sexual
behavior and attitudes, and other matters that are commonly considered
private.
Additionally, we are including surveys, focus groups, webinars, and
other information collection instruments to cover a beta testing or
testing of a newly developed information system or online application
for any FPAC Business Center, FSA, RMA, or NRCS programs to ensure it
is meeting the customers' needs when applying for payments or benefits
electronically. This will be an expansion of this information
collection request and is being included to streamline the timing of
our conversion from paper-based forms to encourage electronic
submission of information.
There are no changes to the annual burden hours in this collection.
For the following estimated total annual burden on respondents, the
formula used to calculate the total burden hours is the estimated
average time per response multiplied by the estimated total annual
number of responses.
Estimate of Average Time to Respond: Public reporting burden for
collecting information under this notice is estimated to average 11
minutes (0.17734 hours) per response, including the time for reviewing
instructions, searching existing data sources, and completing and
reviewing the collection of information. Specifically, it will be 10
minutes per customer feedback survey, 15 minutes per comment card, and
3 hours per focus group and for beta testing.
Respondents: Individuals and households; businesses; organizations;
and State, local, or Tribal government.
Estimated Number of Respondents: 210,500.
Estimated Annual Number of Responses per Respondent: 1.
Estimated Total Annual Responses: 210,500.
Estimated Total Annual Burden Hours on Respondents: 37,333 hours.
Requesting Comments
We are requesting comments on all aspects of this information
collection to help us to:
(1) Evaluate whether the collection of information is necessary for
the proper performance of the functions of the FPAC agencies, including
whether the information will have practical utility;
(2) Evaluate the accuracy of the estimate of burden including the
validity of the methodology and assumptions used;
(3) Enhance the quality, utility and clarity of the information to
be collected;
(4) Minimize the burden of the collection of information on those
who are to respond, including the use of appropriate automated,
electronic, mechanical, or other technological collection techniques or
other forms of information technology.
All comments received in response to this notice, including names
and addresses when provided, will be a matter of public record.
Comments will be summarized and included in the submission for Office
of Management and Budget approval.
USDA Non-Discrimination Policy
In accordance with Federal civil rights law and U.S. Department of
Agriculture (USDA) civil rights regulations and policies, USDA, its
Agencies, offices, and employees, and institutions participating in or
administering USDA programs are prohibited from discriminating based on
race, color, national origin, religion, sex, gender identity (including
gender expression), sexual orientation, disability, age, marital
status, family or parental status, income derived from a public
assistance program, political beliefs, or reprisal or retaliation for
prior civil rights activity, in any program or activity conducted or
funded by USDA (not all bases apply to all programs). Remedies and
complaint filing deadlines vary by program or incident.
Individuals who require alternative means of communication for
program information (for example, braille, large print, audiotape,
American Sign Language, etc.) should contact the responsible Agency or
the USDA TARGET Center at (202) 720-2600 (voice and text telephone
(TTY)) or dial 711 for Telecommunications Relay Service (both voice and
text telephone users can initiate this call from any telephone).
Additionally, program information may be made available in languages
other than English.
[[Page 64404]]
To file a program discrimination complaint, complete the USDA
Program Discrimination Complaint Form, AD-3027, found online at <a href="https://ww.usda.gov/oascr/how-to-file-a-program-discrimination-complaint">https://ww.usda.gov/oascr/how-to-file-a-program-discrimination-complaint</a> and
at any USDA office or write a letter addressed to USDA and provide in
the letter all the information requested in the form. To request a copy
of the complaint form, call (866) 632-9992. Submit your completed form
or letter to USDA by: (1) mail to: U.S. Department of Agriculture,
Office of the Assistant Secretary for Civil Rights, 1400 Independence
Avenue SW, Washington, DC 20250-9410; (2) fax: (202) 690-7442; or (3)
email: <a href="/cdn-cgi/l/email-protection#0474766b637665692a6d6a70656f6144717760652a636b72"><span class="__cf_email__" data-cfemail="bbcbc9d4dcc9dad695d2d5cfdad0defbcec8dfda95dcd4cd">[email protected]</span></a>.
USDA is an equal opportunity provider, employer, and lender.
Zach Ducheneaux,
Administrator, Farm Service Agency.
[FR Doc. 2023-20210 Filed 9-18-23; 8:45 am]
BILLING CODE P
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